In the summer I had to give a mixed review about a sitter. I had a horrible feeling the sitter would give me a nasty review and that happened. It’s taken me quite a while to look at it and it’s upsetting and not true. I have the photos still that prove my complaints about the sitter. I feel that the sitter has tried to ruin my reputation. What can I do? I am considering canceling my subscription if I cannot protect myself from nasty untrue reviews. Thanks Liz
Edited to meet community guidelines
@Gwenvilla , have you written a non-emotional, factual reply? If you haven’t done so yet, emphasize that you are flexible and understanding and that this sit was unfortunately an exception to the lovely experiences you’ve always had with people caring for your pets and home.
There is not a facility to reply to the review on the site. I have always had lovely reviews. I just want redress.
@Gwenvilla there is an official complaints process
Thank you I will try it.
There is. Just be sure your reply is non-emotional and factual as mars said or your reply will do more damage than the negative review.
Reply to the review @Gwenvilla as @meow suggests as that is entirely possible and they cannot respond again. If you have photographic evidence you might want to involve member services and have their untrue feedback removed altogether is another option?
You’ve been given good advice @Gwenvilla so hope it works out.
As you may or may not know there is a blind review system now so this kind of thing won’t happen again so you can be honest in the future without fear of retaliation.
Maybe @Gwenvilla can’t reply any longer as the new review system is now live and she says this sit was quite a while back…maybe THS stopped the reply function to old reviews too.
Hi @Gwenvilla , like every platform in the sharing economy THS invites us to cross paths with people from so many different backgrounds, experiences, perspectives and… expectations about what is and isn’t right, and how things should be done.
The review systems allows people to leave a review that is true for them, and it may not be something you agree with, but you can respond to the review with understanding and facts that reflect you as a good HO, such as:
“I understand you experienced x, but from my point of view, [fact 1, [fact 2] [fact 3]. This wasn’t a fit on this occasion but I wish you the best for the future.”
— because your response is what future sitters will see, and you ideally want them to see that you’re rational, accepting and clear about why this didn’t work for you.
You can also read the Ts and Cs to make sure you understand what THS consider a violation.
If something was so upsetting and so unacceptable, contact THS ASAP always! Take photos as has been suggested, be candid with member services, and if possible, ask the sitter why x has been done in a calm, compassionate way, sharing why this is at odds with your expectations and can you meet in the middle somehow.
Very hard to give specific advice not knowing exactly what happened from both sides.
It has to be said that ultimately if you cannot accept that people will do things differently than you might, THS is not for you. You can dictate the behaviour of an ‘employee’ more tightly if you engage a professional pet sitting service.
Reviews don’t ruin your reputation if you word a BRIEF, compassionate, fact-based response.
You could also edit your profile for the next sit, starting with:
“My last experience was X because of X, so this time I’m looking for someone who is x,y,z.”
MOST IMPORTANTLY, feel your feelings, re -centre yourself and MOVE ON.
This isn’t worth the heart ache you’re putting yourself through.
Or it is because it is in a different place now. I believe that something changed there.
But if I go to “Past sits”, and look at old reviews of me, I still have the opportunity to respond:
So there is no hurry.
I will forget and move on. I did take photos. The sitter he asked to leave before we got back at the agreed time. I wonder why!!! We willingly let him stay the night before the sit. Agreed for his girlfriend to visit one evening. When we arrived back the bathroom floor was sopping wet as he left the shower curtain hanging out of the bath. There was an ornamental candle holder in there which he had brought in from the garden. The toilet bowl was brown with faeces. The toilet brush was clogged with faeces. The sitting room carpet was muddy as was the sofa throw. Another sofa was muddy. The bedding was filthy. He clearly only wanted accommodation not to look after my dogs. On my profile and dashboard I am completely honest about what sitters should expect. Cheers Liz
Oh god @Gwenvilla that is absolutely disgusting and the sitter definitely needs reporting. Please do so
Perhaps LEARN & move on (not forget )
It sounds like your reasonable expectations of arriving to your home the same way you left it have not been met.
Sitters should leave the place as clean as they found it. This individual sounds like an exception and it’s unfortunate this happened. I always keep in mind that it’s impossible to understand someone else’s motivations. That helps me learn and move on quickly.
Revise the Ts & Cs - sitters should not leave earlier than agreed unless agreed by both parties and convenient to do so.
A lot of the issues raised on the forum could be avoided and solved quickly by knowing the Ts and Cs and engaging member services ASAP.
Member services are EXCELLENT in my experience, always there to help.
I contacted them last night to report an HO who wants to return regularly during the sit dates (not permitted in the Ts & Cs), I was connected to a live agent ASAP, who sent a message to the HO informing them of a breach of terms. Member services are there to help, use them.
I leave the house clean. All information for sisters on my dashboard and profile plus comprehensive notes at home. Since Covid it’s all young people applying who want cheap accommodation not to care for pets. That was not the original purpose of this site . Liz x